Healing Words: The Power of Apology in Medicine
Michael Woods, MD, Jason Star
Softcover: 104 pages
Doctors in Touch
(click button below for the very best currently available price for this helpful resource)
Even if your medical liability carrier has not yet recommended that you read this book, you should read it before you need to.
"No matter what role you play within healthcare, at one time or another you've been a consumer of medical services. Try to remember the last time a doctor apologized to you, even for a relatively minor infraction like keeping you waiting. Can you recall a single instance? If you're a clinician, consider these questions: When was the last time you told a patient I'm sorry? When did you last hear another physician apologize to a patient? To a nurse? To a hospital resident? To a medical student?" (excerpt from Healing Words)
Dr. Michael Woods has written a practical, motivational book directed at physicians on the why's, how's, and what's of apologizing to patients. Drawing from personal experience, stories from other doctors, examples from other industries, and research data, Dr. Woods does not hold back in making an impassioned plea for physicians to master this tricky part of the patient-doctor relationship.
"This book makes an excellent case for humanitarian risk management - a subject that is very dear to my heart. As the momentum of the disclosure movement builds, thanks to dedicated proponents such as Dr. Woods, we are seeing more and more of a shift in thinking on this subject." - Ray Mazzotta, president and CEO, OHIC Insurance Company
Special Note to Leaders: Physician executives, peer review chairs, and practice managers have been buying this book in quantity in order to disseminate among their practitioners. It assist groups in creating less defensive milieus. Your best safeguard against liability is the development of a cooperative environment, one in which peer review, risk management and quality improvement efforts are more likely to lead to real change.
Readers examine how to use the four "R"s of apology to increase patient satisfaction and decrease the likelihood of malpractice lawsuits. Endorsed by malpractice and liability insurance companies, the four "Rs" of apology include:
- Recognition - knowing when an apology is in order. Read the feelings of the patient and family: Fear, disappointment, or anger?
- Regret - responding empathetically. Tell the patient you're sorry for what he's going through. Acknowledge his fear, disappoint, or anger. Remember: an expression of regret is not an admission of guilt or fault
- Responsibility - owning up to what's happened. Be accountable for the problem, even if it was unforeseeable. Disclose and explain details that led to the outcome.
- Remedy - making it right. Explain to the patient what's being done to correct the problem. Let the patient know you will not to abandon him.
"Over the past 20 years, things changed in health care – for the better, in many ways – yet, leaving the doctor-patient relationship in jeopardy. And when that happens, the physician is at risk – at risk for losing control of his or her practice; at risk for malpractice lawsuits. Research has proven, again and again, that the difference between physicians who get sued and those who do not is the quality of the relationship between the doctor and the patient. Part of the problem lies with “the system” – we physicians don't learn good “bedside manner” in school. But when a doctor's interpersonal and communication skills are as good as his or her technical abilities, the results are good for everyone: better patient outcomes, more patient referrals, lower employee turnover, and better risk management." - from Michael Woods, MD, author of Healing Words
This compelling analysis of the legal, social, and cultural forces driving the movement toward apology and full disclosure in medicine shows the way to more humane - and less adversarial - communication with patients. While this approach may be directly opposite of what you have been taught previously, with this book you will find out why apology can reduce malpractice claims and contribute to the ultimate health of patients - and uninterrupted success of physicians.
"Michael Woods is once again on the cutting edge. His new book shows how offering an apology when needed heals both physician and patient." - William J. Gallagher. MD., president and chairman, Northwest Physician Mutual Insurance Company
(information provided by the publisher)
You may also be interested in / The Directory of Healthcare Recruiters /
Jump to a List / Health Administration & Leadership / Physician Executive, Medical Staff & Practice Management / Finance, Accounting, Economics, Billing & Reimbursement / Coding for Hospital, Physician & Clinical Services / Law, Malpractice, Ethics, Accreditation & Compliance / Quality Improvement, Outcomes & Customer Service / Risk Management, Security, Error Reduction & Patient Safety / Information Systems, Technology & Medical Records / Clinical Management & Executive Nursing / Behavioral Health, Social Work & Psychiatry Management / Human Resources, Management & Supervision / Directories, Data, Trends & Benchmarks / Software & CD-ROMs / Gift Ideas & Recommended Gifts / Journals, Magazines & Newsletters / Search for Books / Books Index /